Topic 2-CSM Documentation

Topic 2-CSM Documentation

University

15 Qs

quiz-placeholder

Similar activities

Pre Test Retail Crew

Pre Test Retail Crew

University

15 Qs

P-Economic Quiz

P-Economic Quiz

University

20 Qs

Review of Related Literature

Review of Related Literature

11th Grade - Professional Development

10 Qs

Pedagogical Foundations 2020 1st partial

Pedagogical Foundations 2020 1st partial

University

20 Qs

RLA Training

RLA Training

12th Grade - University

10 Qs

KUIS JURNALISME 4.0

KUIS JURNALISME 4.0

University

20 Qs

Understanding Construction Drawings Nr. 7

Understanding Construction Drawings Nr. 7

12th Grade - University

15 Qs

TEFL

TEFL

University

16 Qs

Topic 2-CSM Documentation

Topic 2-CSM Documentation

Assessment

Quiz

Professional Development

University

Practice Problem

Hard

Created by

Shah Elias

Used 10+ times

FREE Resource

AI

Enhance your content in a minute

Add similar questions
Adjust reading levels
Convert to real-world scenario
Translate activity
More...

15 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The SIRIM standard on CSM (2016) highlights that the elements to be considered when developing CSM strategies as below, EXCEPT:

Voice of the customer

Learning and development

Customer perception

Customer requirements

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are the documents should be established in the Level 2 of hierarchy of CSM documentation:

CSM Manual, CS Charter and legal requirement

SLA, guideline and reference

forms and online record

SLA, CSM policy and customer value

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A statement of top managements commitment towards providing excellent customer service to customers is the definition of :

CS Charter

CSM Manual

Legal Requirement

CSM Policy

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

'Our brand vision is about pleasing our customers and exceeding their expectations. It is our goal to empower them with choices and innovative solutions that will give them greater control and freedom to live life to the fullest' is the EXAMPLE of CSM Policy for:

Celcom

Syarikat Air Johor

Malaysia Airlines

Tenaga Nasional Berhad (TNB)

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

There are two aspects to customer value:

Desired Value and Intended Value

Internal and External Value

Desired Value and Perceived Value

Perceived Value and Intended Value

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

_____________________________ is a statement of commitment describing the level of service provided to customers

CSM Manual

CS Charter

CS Policy

legal requirement

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Here are examples of operating and CS procedures, EXCEPT:

Conducting customer feedback procedure

Debt collection procedure

Changing or cancelling of orders procedure

Invoicing and payment procedure

Create a free account and access millions of resources

Create resources

Host any resource

Get auto-graded reports

Google

Continue with Google

Email

Continue with Email

Classlink

Continue with Classlink

Clever

Continue with Clever

or continue with

Microsoft

Microsoft

Apple

Apple

Others

Others

Already have an account?